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Full job description
Basic qualifications
Bachelor`s degree, or relevant experience
2+ years’ experience managing a technical support team
Job summary
At amazon, we strive to be earth’s most customer-centric company where we can find and discover anything we want to buy onlineWe hire the world’s brightest minds, offering them an environment in which one can relentlessly improve the customer experienceInnovation and creativity are built into the dna of the company and are encouraged at all levels of employmentEvery day we solve complex technical and business problems with ingenuity and simplicityWe’re making history and the good news is we’ve only just begun.
Amazon`s it services support team provides highly-available it support for amazon employees worldwideWe provide support for all used client applications, operating systems, email, vpn, mobile devices, and common collaboration services such as sharepoint and exchangeOur customers may engage us via phone, chat, in person, or trouble ticketing.
You will manage local and/or remote resources and assist the global organization to define the perfect customer experience and own the strategies to create that experienceYou will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issuesYou will identify ways to proactively reduce requests through automation, documentation, and process improvementYou will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a wholeYou will hold service owners accountable to resolve issues on behalf of your customers.
Responsibilities include:
Leading a team of support engineersRecognizing inefficiency and driving process improvement to enhance the productivity of all amazonian`s.
Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact and resolution service level agreements (sla).
Coordinating a variety of projects in an operational environment.
Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
Developing and maintaining policies, procedures, and processes.
Hiring, developing, and retaining great talent.
Reducing contacts through process improvement and root cause analysis.
Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
Should be flexible with shift rotation to support 24×7 model
An understanding of enterprise it systems such as exchange and active directory, as well as exposure to a wide variety of technical products and issues
Experience and/or qualification relating to but not limited to: linux, cisco, itil, and microsoft
Technical troubleshooting and strong analytical skills
Established time and project management skills with the ability to lead multiple projects simultaneously
Experience in itil framework
Proven ability to operate in an extreme high pressure dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
Experience communicating cross-functionally and across management levels in formal and informal settings
Experience in making data-driven decisions
Amazon is committed to a diverse and inclusive workplaceAmazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected statusFor individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/en/disability/us
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Posted 30+ days ago
